Location: Dahlgren,VA, USA
Overview
IT SUPPORT CENTER MANAGER (VDEPT)
Bowhead seeks a IT Support Center Manager to join our team in Dahlgren, VA. The Support Center Manager will provide daily supervision and direction to staff who are responsible for phone and in-person IT support to users. The IT Support Center Manager is responsible for providing strong technical experience in providing technical solutions and support to hardware, software and operating systems in an inter-networked environment.
Responsibilities
* Using a ticket tracking system for tracking customer issues, resolution, ticket status,and providing metrics for line management.
* Providing daily supervision and direction to staff who are responsible for phone andin-person IT support to users.
* Ensuring Support Center staff performance, quality, and productivity.
* Planning and directing activities that provide customer services solutions and ITsupport.
* Encouraging continuous improvement, involving others in planned processimprovement efforts and measures, and encouraging individuals to follow asystematic improvement process.
* Giving technical and informational presentations, writing advanced documentationand Standard Operating Procedures (SOPs).
* Adapting to emerging technologies.
* Professional and effective communication skills (both verbal and written) andproblem resolution skills between customers, team members, and line management.
* Independent problem solving skills, self-motivation and self-direction.
* Interacting with support services outside of the organization (such as the NavyMarine Corps Intranet (NMCI)).
Qualifications
* Bachelors degree required and five to ten (5-10) years of relevant expeerience.
* Experience in IT services at a complex site (i.e., more than 100 computersystems running multiple operating systems).
* Five (5) years of demonstrated experience leading a team.
* DoD 8570 IAT Level II certification
* Ability to communicate effectively with all levels of employees and outside contacts
* Strong interpersonal skills and good judgment with the ability to work alone or as part of a team
* Strong problem-solving skills and attention to detail
Physical Demands:
* Must be able to lift up to 10-20 pounds
* Must be able to stand and walk for prolonged amounts of time
* Must be able to twist, bend and squat periodically
SECURITY CLEARANCE REQUIREMENTS: Must be able to maintain a security clearance at the Secret level. US Citizenship is a requirement for this contract.
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